WorksheetsNRF Rise Up - Customer Service and Sales Review #1
Total questions: 79
Worksheet time: 12hrs 9mins
Which store offers the best price?
Store 1
Store 2
Store 3
A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?
a. "You can always exchange the sheets for a different color if these don't match."
b. "Please be aware that it is our store policy that personalized items cannot be returned."
c. "Our return policy is quite strict, so I would recommend that you don't buy these sheets."
d. "I think you can return the sheets for a refund if the color isn't right."
A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?
a. Write down the customers' information and remember to thank them for their purchases the next time they come into the store.
b. Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.
c. Write down the customers' information so each can be sent a satisfaction survey at the end of the month.
d. Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?
a. Thank the customer for the purchase and go back into the store.
b. Acknowledge the mark, take the item back to the store, and exchange it for a new one.
c. Acknowledge the scratch mark and tell the customer that it is not noticeable.
d. Suggest that the customer return to the store to receive a discount on the item.
A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?
a. “Would you like to purchase any accessories with that skirt?”
b. “We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”
c. “Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”
d. “How much are you planning to spend?”
If a customer asks how to clean a dress, which is the BEST source for this information?
a. Manufacturer's customer service department
b. Product care label on the dress
c. Department manager
d. Product warranty
A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?
a. Ask the customer directly what budget range would be best.
b. Show the lowest-priced sofas and move up until the customer is satisfied.
c. Show the highest-priced sofas and move down until the customer is satisfied.
d. Show medium-priced sofas and adjust according to the customer's reactions.
An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?
a. Stating, "My current dining room sets are also oak."
b. Focusing on the price tags of the dining room set
c. Praising and touching a particular dining room set
d. Asking, "How long is this dining room set on sale?"
A customer wants to purchase a $75 winter coat. She has a 25% off coupon for one item and a 10% coupon for her entire purchase. Both can be used. What is the total of her purchase?
a. $50.63
b. $55.00
c. $24.75
d. $45.50
A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?
a. Tell the customers there are no more pools available.
b. Suggest to one of the customers that she come back in three weeks when the pool will be in stock at the regular price.
c. Let the customers work out between themselves who will get the last pool.
d. Offer to contact another store to see if they have any pools left.
If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
True
False
If your company does not have a manual that describes all the major product warranties, you should:
Avoid talking about warranties with your customers
Create your own by making copies of the various product warranties and related information
Decide on a general, neutral comment you can make if customers ask you about a warranty
The warranty is an excellent tool for you to use to:
Prove that your company has the best price.
Explain your company's return policy.
Reassure the customer about a product's quality.
All of the above
As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A cup of coffee
Service with a smile
An excuse for the product's failure
By becoming an expert at special orders, you may benefit by:
Learning more about the products you sell
Learning more about customer needs and interests
Getting to know people in other departments
All of the above
You should make sure that, in your absence, other sales associates do not have access to information about your special orders.
True
False
To help build customer loyalty, you should:
Say what you'll do and be very clear on what you are promising; make notes so you will remember
Not risk disappointing a customer by telling him when you cannot make an exception
Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices
A and C
Which of the following steps will help you keep commitments to customers?
Promising customers you will find the items they request
Calling customers back only when you can find the requested item or information
Immediately stopping whatever you're doing to take care of phone customer requests
Calling customers back in a timely manner
Turn your phone interaction into a loyal customer by:
Letting the customer know about sales events
Mentioning services he may not be aware of
Offering to ship items directly to the customer
All of the above
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached.
True
False
When balancing service between phone customers and those you may already be helping in the store, you should:
Tell your in-store customer that you need to get the phone and she should look around for awhile
Move your in-store customer over by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone
When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.
True
False
Communication is important! When providing service to a person who is hearing impaired, you should:
Ask the customer how he would like to communicate
Speak as loudly as you can. speak clearly, and stand very close to his ear while you talk
Call over to your sales associates and tell then you have a disabled person to work with, would they please take care of the other customers?
When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.
True
False
1. It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
A. Make sure your clothes are neat and you look professional
B. Find your sales book and get it ready for your next sale
C. Tidy up the product display before showing it to the customer
D. Greet the customer and make him feel welcome
2. A new customer comes into your department, but you are helping another customer. You should:
A. Focus all your attention on your current customer
B. Let the new customer wait his turn until you have completed your current sale
C. Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him
D. Help the customer who looks like he will spend the most money
11. According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?
A. 25%
B. 32%
C. 45%
3. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby’s needs
E. All of the above
6. In preparing a resource list for your customers, you should consider including:
A. Local companies that have complementary services to the products you sell
B. Phone numbers that customers have requested in the past, such as a taxi service
C. Information about companies you recommend, such as repair shops
D. All of the above
15. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
True
False
8. When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don’t want them to come back again
When a customer is angry, by remaining
calm, helpful, and positive,
the customer will become more
angry.
you will most likely be able to de-
escalate (lessen or lower) the customer’s anger.
you will look weak, and your boss will
become angry.
All of the above
Providing quick and efficient service to all customers.
Promptness
Customer Service
Professionalism
De-escalate
The ability of employees to take care of
customers’ needs and make sure they are satisfied with a service or
product.
Hostess
Professional
Customer Service
Active Listening
When interacting with customers, a
professional will
use slang.
use formal language and a friendly tone.
yell back at the angry customer.
give the customer a hug.
It is important to greet customers
only when they enter the store.
when you feel like it.
when they enter the store, call, or
when you come into contact with
them.
All of the above.
What oral communication skill is used to engage with customers on the telephone?
a. Note taking.
a. Active listening.
a. Spell correctly.
a. Time management.
Which of the following is one of the most effective and least expensive ways to market a business?
In-theater advertising
Effective customer service
Glossy, colorful, professional brochures
One-on-one sales calls
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
9. The company’s return policy should always be clearly displayed in writing.
True
False
4. A good reason for creating an opening for discussion is to:
A. Break down the customer’s sales resistance
B. Get to know what the customer wants
C. Convince the customer how much you know about the product
15. To keep the lines of communication open, the best questions to ask:
A. Are direct and to the point
B. Are ones that can be quickly answered with a “yes” or a “no”
C. Begin with who, what, where, when, how, or why
D. Are ones that are able to direct the customer to a decision
E. Are structured to save the customer’s time
How would you handle a situation where a customer wants a brand that you don’t carry?
Convince him that your brands are better
Get permission from him to show the items you do have that meet his needs
Tell him that he won’t find anything better than what you have
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
Tell him you don’t carry that brand then excuse yourself to serve someone else
9. What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
A. One-third
B. Two-thirds
C. One-fourth
What is T is SMART goals?
Time
Temperature
Task
Technology
Which of the following is a SMART goal?
I will improve my sales.
I will increase my monthly sales volume by 20% by the end of March.
I will increase my sales volume until my manager is happy with my performance.
I will increase my monthly sales volume every month.
